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Jamestown Pellet Stoves

430 Waterloo Street, Unit 200, Thunder Bay, Ontario, Canada, P7E 6E4

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Jamestown Pellet Stoves Reviews (%countItem)

On January 12 2020 I placed an order for a combustion fan part # *** from Jamestown Pellet Stoves(online) Thunder bay Ontario for $299.53 plus shipping $22.62,HST $41.88 a total of $364.03 American,which on paid on my ***,The next day I received an email from a Nancy from Jamestown Pellet Stoves stating that the part I order was out of stock and that they would be reimbursing me (Oscar,I'm sorry to inform you that we don't have *** combustion fan in stock.We will credit your card today.Nancy)On January 22 I emailed Nancy asking where my refund was (Oscar,it takes up to 10 days,you should see it by tomorrow at the latest.Nancy)was her reply.On January 28 I emailed Nancy once again her reply was (Oscar,it takes up to 10 days,you should see it by tomorrow at the latest.Nancy)Today I received my refund $465.72 Can -$22.25 ,Now I didn't receive a product nor did they ship anything to me and they didn't have it in stock so why even process the purchase in the first place yet I'm out $22.25
Product_Or_Service: combustion fan
Order_Number:

Desired Outcome

Refund I would like my $22.25 Can reimbursed

Jamestown Pellet Stoves Response • Jan 31, 2020

When he ordered his part on our web site with his credit card, he ordered it in American currency instead of in Canadian.So all we could and did do was cancel his order,from American to Canadian currency and in doing that they charge him 22.25 for the exchange.I'm 'sorry' we can't control the credit card company nor the ***.I wish we could of been more helpful. Thank you,Nancy.

Customer Response • Feb 05, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept their response because when I went
to the site initially it automatically went to USD, but showed the price in CDN dollars. When I finished my order and checked out it still did not specify the currency, it just showed the CDN amount. How could I know it was USD? It was not clear AT ALL and to further prove my point they have since improved their website to default to CDN dollars as it should have for me when I ordered in the first place. The item wasn't in stock, and it should have informed me of that fact and then I would have made the decision NOT to make the purchase at that time. This is not my fault. I paid an exchange rate on shipping with no product shipped to me. I paid taxes on no product shipped to me. Of the $22.25 charged to me, if you break it down...taxes...shipping... I paid for NOTHING! How is this right?? I want a full refund.

Jamestown Pellet Stoves Response • Feb 20, 2020

When you order on our site (jamestownpelletstoves.com) which in no way has been changed as He stated! Up in the right hand corner is a box that you press to pay in CDN or USD funds.When you pay and punch your order in,then it comes to my office to be shipped out.But on this order I realized we had none of these in stock.So I contacted the buyer to tell him this and that we would credit his credit card right away and that it would take up to 10 business days to go through.Him ordering in USD has nothing to do with us.When we credited his card the bank charged him on the exchange,Not Us! And again I'd like to say we never altered our site at all.I'm 'sorry' for the mix up,But there is nothing further that I can do.

Five weeks ago I purchased a new pellet stove from Jamestown and have had nothing but trouble since t first week. I've tried numerous times to get in touch with them but it goes to voicemail saying they will call me back but they rarely do. The few times they have called back I just talk to a secretary. I have stopped in to the office a few times when I happen to be in town and they are never open. The problems I am having are: blower motor is very noisy, the stove won't work on automatic, I have to clean it every second day when they recommend once a week, the windows turn black after one day, the self diagnostics doesn't work. We rely on this pellet stove to heat our home.I got a call this PM from the secretary telling me the best they could do for me is to pay to have it shipped back and have their technician look at it and if they found something they would replace it but I would have to pay a restocking charge and would also have to pay to have the new one shipped.This is a new stove and should not have this many problems.
Product_Or_Service: pellet stove
Account_Number:

Desired Outcome

Explanation of Charges Ideally I would like to return it and get my $*** back , if not I would just like them to give me new stove that works , I've been very cordial through this whole deal but now I'm very frustrated and don't know which way to turn.

Jamestown Pellet Stoves Response • Mar 05, 2019

To whom it may concern:
I have talked to the customer many time regarding the same issues, he says he's tried everything I recommended.
The customer could bring the pellet stove in and we could service it for him, but he wanted either his money back or a new stove. I did ask the owner what we could do to help this customer with his issues, I was told that he would have to bring the stove in for servicing. He insisted that we replace the stove with a new one, he would still have to bring the stove into us so we could see what the problem is with it. We would replace the stove if there is issues with it but there would be a 20% restocking fee.

Customer Response • Mar 06, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
Why would I have to pay for a restocking charge for a stove that wasn't working , they did not get back to me many times, sometimes I had to days. They also didn't tell that they want to charge me for the labour for the technician to check it out I also have to pay the shipping charges both ways . I would be willing to ship back the stove and pay restocking charge to get my money back. Regards Bill

Customer Response • Mar 15, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
I never said I started complaining on day one , I brought up the fact that the motor was very noisy the second week. Only once did they get back to me on the same day, I have gone to their place warehouse a few times and it hasn't been open. One time I called Nancy and asked if she would be open on the two days I was up there and she said yes. I went by on those two days and nobody was there , granted there had been a snow storm the day before I came up.As far as sending the stove back for a 20% restocking charge I wouldn't send it back till I managed to find another stove . About the restocking charge if I did ship it back and there was something obviously this was miscommunication , the way it was put to me it sounded like I had to pay a restocking charge no matter what.I don't want anyone to think I'm mad because I'm not , I'm disappointed that we have to go through all this , they're not putting themselves in my shoes , I bought the stove in good faith with their satisfaction guaranteed. I have to come up there next week but it doesn't look like it will be warm enough to bring the blower up to get checked

Jamestown Pellet Stoves Response • Mar 20, 2019

To begin with we are opened from 8am to 5pm from Mon. to Fri. Though I might not be there myself,there is ALWAYS someone there till 5pm and there was someone there before and after the snowstorm. I'm 'sorry' if it was me that said the 20% stocking fee was on a new stove,it is only if we give the money back,not on a new stove.Again I apologize for the miscommunication.With that being said we have no problem exchanging comb. motors.'But' we need his old one back then we will send him the new one.Or if he prefers he can order a new one then we will refund the customer when we get the damaged motor back.Hopefully this has come to an end.

I had paint pealing off my stove out of the box, stove pipes they gave me where wrong. Agreed to a new stove and the install, now they wont install it
I have had a terrible experience with Jamestown Pellet Stoves, I bought my stove brand new from the dealer in Thunder Bay. When I got it there was paint chipping off of it. So the company said that they would replace it and they would pay for the new stoves installation. Not to mention they didn't give me the correct stove piping. I also wanted to get a hopper for it. This was around Christmas 2017. I talked to them today and they haven't even ordered it. Then they said they refuse to pay the bill for the installation of the new stove. I had to transport the stove myself, wasting my time and gas and paying for the first stove to be installed. Now they are going back on their word and telling me I have to do it all over again. They also gave me the offer to take money off of the stove I have (with the paint chips) to keep it. They said they would give me 500$ back ( keep in mind I bought a j2000) 3000$ stove. Previous to this I had asked if they would consider reselling the damaged stove to someone who is okay with it. They said they would resell the damaged stove for 1000$. But when I asked them how much money they would give me back if I kept it, they told me $500.00. To add to this matter this company is terribly difficult to contact. Every time I call I get an answering machine. Overall I am not happy with this customer service, they are not holding up their end of the deal by paying a contractor to install the new stove.

Desired Outcome

To fix this problem, I would like to see that they stay true to their word and hire a company to install my new pellet stove. If the company refuses to do so, I would like to request that I get a full refund and they can take back the stove and all of the pipe and accessories that came with it. At which point, I would find another place to buy a pellet stove from.

Jamestown Pellet Stoves Response • Feb 23, 2018

She said the paint was peeling off "right out of the box" why wasn't it returned right away not day later contacting us and telling us the paint was peeling off.She told us that she notice that the paint was peeling off in a couple of areas when she cleaned it out after burning in it for awhile. The paint peeling off the stove we have said from day one that we would replace it. The customer was still using the stove as this was their only source of heat and our temperature was in the minus 30. The offer was to deliver the new pellet stove to her not install as we don't have a technician that can install pellet stoves. The cost for someone install this pellet stove was NEVER included in the price of the pellet stove. So asking for this service is not acceptable. She came into our office the day after she purchased her stove and said we didn't give her the right pipe we gave her another pipe and said return the other part. This wasn't done. the customer contacted me on my personal phone one evening (at 7 pm and this went on to 9:15pm) that night to say her stove wasn't igniting I googled what the problem could be and called her back to let her listen to the utube explanation. This was a cost to me personally. I then said if it didn't work I would drive into work which is 40 km one way for me and get her the part She contacted me back and said it was now working. Ss for her wanting to purchase the hopper at a later date. We have to source out a new supplier as the previous supplier is out of business. Regarding the gas money your choice was to live in the rural area just like mine is. She asked what we would give her for the stove she purchased we had gave her an offer and she said she would pick up the new stove when she is back in town. At no time did she say anything more about the offer I'm sure we could have worked something out. She's contacted me on my personal phone many times and I have gone above my job to help her. The person that works in the office for Jamestown is not sitting by the phone she is getting shipments ready and answering customers messages. This is not a full time job she works approx. 4 hours a day unless there is more orders. I think this was uncalled for and not professional.

Customer Response • Mar 13, 2018

I would have replied sooner but I was under the assumption I would receive an email. To back my question further. I would like to return everything and get my money back because I am unsatisfied with the fact that had a conversation with *** and I remember her saying that it would be installed. Battling back and forth about 2 people words is completely pointless and I would rather not deal with this company anymore. I would like to return all of the things that I got from them being, stove, stove pipe, thimble and fasteners. I would much rather go to a company that would not see this as a problem, *** I don't want any further issues with this company.

Customer Response • Mar 13, 2018

So am I getting my money back if I bring everything back?

Jamestown Pellet Stoves Response • Mar 19, 2018

Jamestown Pellet Stoves does not do installation of pellet stoves as they are not certified by the TSSA to provide this service. The customer purchased the stove and parts from Jamestown this doesn't included installation she wasn't charged for this service so we are not paying for this service now. Also she provided me with a copy of a quote for installation and wet certification. The wet certification is on the stove pipe and the piping is not being removed only the stove is. I never said to the customer that we would install this pellet stove for her. ***
We had offered her a new stove as soon as she informed us on January 2, 2018 that the paint was peeling now 21/2 months later and she wants a full refund. We were working with her and said she could use the stove for now as this was her only source of heat. We agreed that when it was convenient for her she would contact us and we would give her a new stove and she was to return the one that is peeling.
We have offered a discount on this stove for her but, she refused. I think that I have gone above and beyond my job which has cost me money personally to help her.

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Address: 430 Waterloo Street, Unit 200, Thunder Bay, Ontario, Canada, P7E 6E4

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